John Craig cellphone Insurance does not work!!!!!!

I was Hijacked at Gun point 3 weeks ago and my cellphone and items were ****** . i had taken out insurance , but after all the trauma i decided to go to the branch so they can assist me with a claim . The cellphone was a gift from my mother who stays in Durban , i am in Johannesburg and the incident took place here , we even have a police case opened. last week i went to John Craig and festival Mall (Kempton park), and i was advised it would be better if i claim from Durban as the account holder of the account (my mother) is in Durban . What *******, and the staff weren't as eager to help as well . . I had kept the cellphone slip , with the IMEI number , the number was handwritten by a John Craig consultant , oops MTN informs that that they are unable to block the cellphone because the number is invalid. i call john Craig to get the correct number, i speak to Charlene , who was suppose to call me back-Nothing . So How are we suppose to Claim for our cellphone insurances, when we cant block the phone's because because we cant get correct IMEI numbers ???? The whole thing is a SHAM. We need some-one who will help us claim & IMEI number before its too late for us to claim .